Introducing a customer portal is an effective way to improve customer engagement with your organisation. A customer portal provides customers with self-service access to information and resources that can save them time and money. It also gives customers the opportunity to interact with your organisation on their own terms, at a time that is convenient for them. This can reduce the amount of time customers have to spend contacting support, and make training available to them whenever they need it. In addition, a customer portal can help bring structure to your customer relationships, making it easier for you to keep track of what each customer needs and wants. If you are interested in improving your customer engagement with a customer portal, consider the following:

1. Understand your customers:

One of the most important factors to consider when introducing a customer portal is understanding who your customers are and what they need from you. Conducting market research and analytics can help to give you insight into their interests, problems, and pain points. This information can help you to create a customer portal that is tailored specifically to your customers and will be most effective in meeting their needs.

2. Define your objectives:

A key aspect of introducing a customer portal is the ability to clearly define the goals you want to achieve with it. What outcomes do you hope to achieve with a customer portal? This can include anything from reducing the number of calls your customers have to make, to improving their experience and reducing the risk of churn. Define your objectives upfront so that you can measure and track your progress over time.

3. Find the right platform:

Once you understand exactly what you want out of a customer portal, the next step is to find an effective platform for it. There are many different platforms that you can use for this purpose, including web-based portals, mobile apps, and chatbots. Consider what your customers might prefer in terms of interactivity, convenience, accessibility and level of engagement. Also, consider any technical requirements or restrictions that might impact the type of platform you choose.

4. Plan and execute your strategy:

Once you have determined the platform for your customer portal, it is time to plan and execute your strategy for rolling out the portal to customers. This can include everything from defining which customers will receive access first, to providing training on how to use the new system effectively. You will also need to decide how you will measure the success of your customer portal, and make any necessary adjustments along the way.

5. Measure your success:

After you have rolled out your customer portal, it is important to take steps to measure its effectiveness in achieving your goals. This can include a wide range of metrics, from tracking the average time it takes for customers to complete a certain task on the customer portal, to measuring changes in customer satisfaction over time. Use this data to make decisions about your customer portal moving forward and ensure that you continue to improve and refine it over time.

By introducing a customer portal, you can greatly improve your customer engagement with an organisation.